User Experience Lead

| Downtown

The User Experience team is a key part of ClubLabs. We are responsible for the quality of the member experience across all of AAA’s digital products. We are in the middle of building out the UX competency across the organization and we’re looking for new team members to help us build something meaningful. The team has three primary goals this year:

  • Partner with the product team, acting as the owner of the product’s UX roadmap.
  • Help cross-functional teams across the organization to gain a shared understanding of problems and solutions for key initiatives.
  • Create a design system to have a baseline for consistent experiences across all digital products.

The User Experience Lead provides actionable insights to grow and optimize digital products for Auto Club Enterprises. This role understands the types of data that can give insight into the WHAT and the type of data that can help understand the WHY. The User Experience Lead is responsible for researching, collecting, and analyzing data to understand the answers to challenging product design questions. The User Experience Lead will then use insights from the research to create a testable hypothesis, create experiments, and learn from the results. This role is continuously seeking to further understand our members’ needs and desired outcomes.

Who are you?

  • You are curious. Your curiosity leads you to ask really good questions - and your analytical skills help you seek out the answers.
  • You are humble. You are someone who readily admits what you don't know - you're always looking to get better (and you're really good at getting better).
  • You are guided by data... but you know data is a starting point, and you continue to analyze and learn.

What will you do?

  • Build and own the UX roadmap for your product.
  • Facilitate design thinking workshops.
  • Investigate potential problem areas on digital channels (website and mobile apps) or any other member touch point by researching, collecting, and analyzing qualitative and quantitative data.
  • Use insights from research to create hypotheses for experiments.
  • Provide recommendations for product enhancements to ensure product relevancy and support revenue growth.
  • Perform user research – including but not limited to heuristic analyses, usability studies, ethnographic studies, contextual inquiries, concept testing, etc.
  • Interview customers to identify unmet needs and desired outcomes to inform innovation opportunities.
  • Work with other team members to design experiments and analyze results.
  • Consult and coach other employees in the organization.

Experience / Skills

  • Four year college degree (Psychology, HCI, Human Factors, Anthropology, etc.) or equivalent combination of education and work experience preferred.
  • 5 to 8 years of related experience in user experience research.
  • Evidence of performing the following in at least two different medium to large organization on multiple products:
  • Alignment with stakeholders on a UX roadmap.
  • Facilitation of design workshops to scope an initiative, identify an opportunity, or generate potential solutions.
  • User research methods including but not limited to heuristic analysis, usability studies, ethnographic studies, contextual inquiry, and concept testing.
  • Information architecture on an internal or external-facing website.
  • Understanding of conversion optimization, funnel analysis, A/B testing.
  • Understanding how mobile app technology works, the technical interface, and constraints.
  • Experience with web analytics is a bonus.
  • Experience with a programming language (like ruby, python, html/CSS/Javascript) is a bonus.
  • Experience with copywriting is a bonus.

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Walking distance from USC, Exposition Park, and the Expo Line. The rest of Downtown LA's vibrant entertainment and dining minutes away!
2601 S Figueroa Street, Los Angeles, CA 90007

Insider's spotlight

What’s the vibe like in the office?

Clublabs has a very comfortable and upbeat vibe. Team members are laser-focused on the tasks at hand, yet open to collaborating and connecting throughout the day. You are not alone at Clublabs and I feel I can reach out to anyone for help or insights in the projects I am working on.

Christopher Barnes

Solution Architect - Email

What does your typical day look like?

Just depends on the day. Right now I’m exploring the branch experience. Every day is different. Some day’s I’m in the field working with the team on new digital initiatives and other days I’m speaking with developers and architects on how we best garner change in processes that are nearly 50 years old.

Jay Eck

Special Projects

How does the company support your career growth?

We offer numerous outlets to achieve professional and personal development. We have our own internal university, career engine, weekly performance reviews, lunch n' learns, company paid off-site training, and book reading groups! In addition, we encourage our employees to own the space and develop their own groups for awareness and development.

Colin Tew

Senior Human Resources Consultant

What are ClubLabs Perks + Benefits

ClubLabs Benefits Overview

We offer all the ins and outs, from medical, dental, vision, 401(k), a pension, PTO, HSA's, FSA's, life and disability insurance, an employee assistance program, employee personal and professional development, performance bonus's, employee discounts, employee car buying program, internal credit union, ping pong, an XBox, VR gaming, Bikes, and all the snacks and coffee you can handle.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
In addition, to our Flexible Spending Account (FSA), we also offer participating Health Saving Accounts (HSA) for pre-tax contributions and medical investment for retirement.
Disability Insurance
Clublabs Short-Term Disability will cover 66-2/3% while our Long-Term Disability may provide up to 50% of covered compensation. Options are available to purchase extra coverage.
Dental Benefits
ClubLabs dental plans cover 100% of the cost for preventative care.
Vision Benefits
Clublabs vision insurance plan provides 100% coverage for annual eye exams and lenses after a $10 and $15 copay respectively.
Health Insurance Benefits
ClubLabs offers PPO, PPO HDHP (participating HSA's available), and HMO health care plans to cover a multitude of employee coverage needs.
Life Insurance
ClubLabs offers basic life insurance which covers 2x an employee's annual salary for the duration of employment. Options available to purchase additional benefits for yourself, spouse, and child.
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
ClubLabs 401(K) retirement plan matches 100% of an employee's contributions up to 4% of annual base salary. In addition, the company also offers a Pension program...yes I said pension.
Performance Bonus
We offer various cash rewards for going above and beyond the call of duty and annual performance bonuses.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
The general consensus is we all put in our 8 hours of work each day. Whether you prefer arriving early or late we provide flexibility to match our employee's busy life schedules.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
ClubLabs offers two weeks paid time off for all employees and 3+ weeks after five years of employment.
Paid Holidays
ClubLabs offers most major holidays. Currently we offer 8 paid holidays and 2 flex holidays throughout the year.
Paid Sick Days
ClubLabs offers five sick days throughout the year for all employee's.
Perks & Discounts
Casual Dress
Most of us rock jeans, t-shirts and sneakers.
Commuter Benefits
Company Outings
Game Room
Our game room is currently stocked with ping pong, an Xbox, and recently VR which is sure to be hilarious while taking breaks. Always open to further suggestions!
Stocked Kitchen
ClubLabs has a fully stocked kitchen including unlimited snacks, coffee, tea, all flavored LaCroix, yoohoo chocolate milk, and all the soda you can handle.
Some Meals Provided
Currently providing monthly catered breakfast and lunch for our monthly team meetings.
Happy Hours
We head down to all the great local spots every last Thursday of the month. However, we are planning and organizing board and video game nights throughout the month. Help us organize these events!
We have our own parking lots in the downtown area with no costs to employees.
Relocation Assistance
ClubLabs offers relocation assistance, including moving costs and travel expenses reimbursement.
Professional Development Benefits
Job Training & Conferences
We offer a wide range of training programs and certification reimbursement through our internal university at AAA, as well as, various offsite training programs.
Diversity Program
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